Client Service Officer

Objectives

The Client Service team will provide information and answers to customers in response to inquiries about all banking products and services (including electronic banking products), as well as assist clients with all specific needs. The team will receive, review, process, and complete all client requests, queries, and complaints. The client service team manages the workflow of all operational client contacts; comprehensive management for inward and outward communication, including any bottlenecks.

Acting as a single entry point to clients where the team focuses on queries and the ability to on on-spot replies, managing process requests with speed and efficiency.

The client services team aims to simplify workflow processes and build service quality for clients.

Direct Responsibilities

1. Manage internal & external client inquiries

· Ensure all requests and activities of the team are logged in the HOBART tracking tool

· Monitor and ensure resolution of all internal & external client requests, mainly related but not limited to payments and general inquiries.

· Escalate requests on a need basis to required departments in a precise/ neat manner.

· Manages client's daily requests: answering questions/queries/concerns, providing document requirements, statements, status updates, etc

· Reports incidents and participates in the resolution of incidents/complaints.

· Initiate and maintain an excellent client relationship and ensure satisfaction level.

· Understanding the client's business and collaborating on providing beneficial operational solutions to the clients.

2. Manage client communication flow and knowledge banking related matters

· Contact client on need basis to obtain further information for all types of requests.

· Understand and be proficient on all BANKP Banking products’ functions and features

· Inform all impacted parties on any Banking products related issues on a timely and professional manner

· Be part of promotional activities of banking products, as necessary

3. Participate in client service related projects on behalf of Client Service MEA

4. Contribute to team KPIs for business sponsors and internal management on a regular basis

5. Abide by department procedures and global/Regional/local SOP’s

6. Responsible for logging incidents and customers complaints as per standard procedures

5. Competencies, Experiences, and Skills

Education

• Bachelor's degree

Prior Work Experience

· 1 to 2 Years of experience, preferably in the field of customer service or operations team with a desire for client facing role

Skills

· Comply with the procedures, work independently and work through to completion

· General knowledge of Banking products and services

· Excellent knowledge of payment and operational processes

· Knowledge of MS Office is required to operate swiftly on daily basis

· Strong communication skills to communicate with internal and external clients

· Team player, handling daily work pressure (tight deadlines, Quick TAT)

· Self-motivated to work independently with minimum dependence on others

· Highly developed sense of integrity and commitment to customer satisfaction

• Be flexible on working hours and working days
• Fluent in English

Other language(s) –Arabic, French, Hindi

Job Types: Full-time, Temporary, Contract
Contract length: 4 months

Pay: BD500.000 - BD600.000 per month

Location:

• Manama (Preferred)